Client Success Service Plans offer a convenient way to purchase time for Remote Training, Delegate IT Administrative Tasks, Consulting, Technical Support or Design Tasks by either creating a Work Order Ticket or Booking an Appointment.
Time purchased and bundles of hours or Invoices as Per Use Due on completion of Support Services.
PURCHASE ON OUR WEBSITE https://saastech.net/helpdesk
DOC: PREPAID SUPPORT AGREEMENT
In order to Use the Service you MUST EITHER:
- Book an Appointment or
- Report an Issue (see below for instructions)
When we create your account by Purchasing Client Success Services you are assigned a Dedicated CSS Manager. This is the same person who signed you up for the service internally assigned to handle all of your account needs from Billing to Technical Support. They will have an Assistant or Reception that may respond when your Dedicated Manager is unavailable; they will always introduce their assistant in person or over the phone first with each of the Managed Contacts in your account.
Your Dedicated CSS Manager will give you their mobile number for High and Urgent request ONLY If you have not first reported the Issue or Booked an Appointment and will be recorded and billed to the Support Priority Billable Hours.
We can remote connect to Windows and Mac Computers, can help with Mobile Device Management, Help with virtually anything you need to customize the entire suite for your business.
- Your Company must have a Plan Purchased already for support or an Agreement must be made for Chargeable service.
- Pick any one of the Service Plans at http://saastech.net/helpdesk
- 3 Hours of Client Success Services are included in Managed Workplace Plans that expire each year or month depending on the billing term selected.
See How to Report an Issue or Open a Work Order Request
See How to Book an Appointment
Excellent Tasks for Client Success Services by Priority
LOW Priority Tasks
Service Setups, configuration changes, Data Migration Services, Website Planning, Design Services web or print, SEO Service, Ad Campaign Setups, Analytic Setups, Scheduled Reviews of services, planned changes to your website, computers, Remote On the Job Training, Consultation services, Virtual Assistant tasks.
MEDIUM Priority Tasks
Some things are broken but not everything to consider a down service - things aren't working right and they were before, Work that is done at our offices, An issue was directly taken to a dedicated success manager by phone, text message, or on-site directly without reporting an issue or booking an appointment.
HIGH Priority Tasks
Service or Device is severely impaired, Service Call, travel time,
URGENT Priority Tasks
A support request is needed within 1 hour of response and your issue is conflicting with a SaaSTech Client Success Managers Regular Schedule of duties. Persistent text and phone calls within the 24 hour period of a LOW Tasks or the assign priority. On Premise Equipment or Managed Service is down and someone from your company requests a task within the hour.
SUPPORT PRIORITY DESCRIPTION | PER USE / HOUR | 12 hour CREDIT | 40 hour |
LOW - P4: Low Priority Impact - Service Fully Usable, Ticket Item, Scheduled Appointment, Remote Connection, Remote Consultation | $80 $20/15 min | $60 $15/15 min | $50 $12.50/15 min |
MEDIUM - P3: Medium Priority Impact - Service Use Partially Impaired, Non-Ticket Item, Unscheduled Remote Connection, On-SaaSTech Bench | $120 $30/15 min | $90 | $75 $18.75/15 min |
HIGH - P2: High Priority Impact - Service Use Severely Impaired, onsite scheduled, planned coding, Travel Time, On-Site Consultation | $160 $40/15 min | $120 $30/15 min | $100 $25/15 min |
URGENT - P1: Critical Priority Impact - Service Unusable or coding in Production, Holiday, Off Hours Unplanned | $200 $50/15 min | $150 $37.50/15 min | $125 $31.25/15 min |
SLA - Service Level Agreement to Respond and Resolve Tickets
Web Site Hour Estimates
These tasks are based on our averages and only an estimate when considering to purchase hour credits
| Component | Est Time |
| Standard Pages | 1.88 |
| Minor Pages | 0.75 |
| ECommerce 1 | 3.00 |
| ECommerce 2 | 4.00 |
| ECommerce 3 | 15.00 |
| ECommerce 4 | 20.00 |
| ECommerce product pages | 0.50 |
| Access or MySql Database | 8.00 |
| QTVR Image (VR Image) | 4.00 |
| Assignment Photography | 8.00 |
| Word & PDF Documents | 1.00 |
| Web Cam | 1.00 |
| Hardware/software Setup | 2.00 |
| Training | 2.00 |
| Auto-responder | 1.00 |
| Automated Submit Service | 4.00 |
| Exhaustive Top 10 Submit | 8.00 |
| Press Release Service | 2.00 |
| Audio / Video Clip | 3.00 |
| Software Downloads | 0.50 |
| InstallShield Install | 8.00 |
| Install for the Web Install | 8.00 |
| Flash Splash Page | 8.00 |
| Flash Navigation Page | 24.00 |
| Dynamic Content | 3.00 |
| Intranet Setup | 3.00 |
| ShockWave | 60.00 |
| Programming | |
| Image Randomizer | 0.25 |
| Web Ring | 8.00 |
| Monthly Wallpaper | 5.00 |
| Monthly Tips | 1.00 |
| Newsletter Signup | 1.00 |
| Secure Login | 2.00 |
| XML Programming | 2.00 |
| Cookie Management | 2.00 |
| EPostcards | 2.00 |
| Fax Form | 2.00 |
| Automated Specials | 2.00 |
| Automated Search | 2.00 |
| Link Exchange | 1.00 |
| Colored/Texture Background | 0.00 |
| Custom Imaging | 1.00 |
| Animated GIFs | 0.25 |
| Monthly Contest | 2.00 |
| Password Protected Login | 4.00 |
| Integrate with Web App | 1.00 |
| Search Engine Rank Report | 0.25 |
| Link Testing Report | 0.25 |
| Spell-check of Site | 3.08 |
| Testing Site | 3.08 |
| Competitive Analysis | 3.00 |
| High Content Writing | 8.00 |
| Virtual Reality 360 Image | 3.00 |
| Custom 12 Image Screensaver | 8.00 |
| Custom 24 Image Screensaver | 14.00 |
| Inlay Design | 3.00 |
| Setup Robot.txt file | 0.25 |
| Extra Keyword Splash Page | 0.25 |
| Creation of Storyboard | 9.25 |
| Register Site & Domain | 0.50 |
| Custom Video Shoot | 12.00 |
| File Transfers | 6.17 |
| Doorway Pages & Submits | 40.00 |
| Affiliate Tracking | 0.00 |
| DBMS Design | 0.00 |
| DBMS Integration | 0.00 |
| P3P Compliance | 0.00 |
| Multilingual Support | 0.00 |
| Section 508 Compliance | 0.00 |
| Research and Design | 0.00 |
| Meetings | 0.00 |
| Prototyping | 0.00 |
| Animation/3-D Modeling | 0.00 |
| Custom 404 Error Handler | 0.00 |
| Anti-spam Protection | 0.00 |
| Anti-fraud Protection | 0.00 |
| Email Campaigns | 0.00 |
| Web Server Security | 0.00 |
Help Desk / Troubleshooting Hour Estimates
These tasks are based on our averages and only an estimate when considering to purchase hour credits
| Component | Est Time |
| Password Reset | 0.25 |
| Administration Lock-out / Reset | 0.50 |
| Meetings (Support) | 2.00 |
| Travel Time (Extended) | 2.00 |
| Training Session (Scheduled) | 2.00 |
| Documentation | 4.00 |
| Re-installation: Application | 2.00 |
| Re-installation: OS | 4.00 |
| Hardware Installation | 0.50 |
| Other Research | 1.00 |
| Application Support | 0.50 |
| Client's Customer Support | 1.00 |
| Order / E commerce Support | 0.50 |
| Create Backups | 1.00 |
| Restore Backups | 1.00 |
| Create Email Accounts | 0.15 |
| Anti-Virus / Spyware Support | 1.00 |
| Intranet Support | 1.00 |
| Web Server Support | 3.00 |
| Mail Server Support | 3.00 |
| Printer Support | 0.50 |
| Network Connectivity Support | 0.50 |
| Wireless Access Support | 0.50 |
| Laptop / Mobile Support | 2.00 |
| General Troubleshooting | 1.00 |
| Research:Logs | 3.00 |